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The Elements of Contact Centre Success
Mp
Multichannel Platform
Rt
Real Time
Co
Customer Journey Orchestration
Ces
Customer Effort Score
Aht
AHT Analysis
Nd
Normalised Data
Aa
Technology Agnostic
Ef
Efficiency
Aw
Agent Wellbeing
An
Agent Nudges
Is
Integration server
Cd
Cloud/big data
Opi
Operational performance Index
Rc
Abandoned Calls
Mp
Multichannel Platform
Ai
Artificial Intelligence
Ia
Intraday Automation
Pp
Proactive Prompts
Ae
Agent Effectiveness
Di
Desktop Integration
Tc
Third party connectivity
Op
Operational Performance
Ao
Associated Outbound
HD
Head up Display
Pr
Productivity
Ci
Customer Identification
Io
Interaction Orchestration
Wfm
Workforce Management
Rc
Repeat Contact
Ra
Route Cause analysis
Nps
Net Promotor Score
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